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Customer Support Specialist

Location: Nashville, TN

National Recovery Technologies (“NRT”) located in Nashville, Tennessee, is a leader in designing, manufacturing, and installing optical sorting technology.  Since our inception in 1981, our people have been industry thought leaders and technology innovators, focused on quality of manufacturing and a strong commitment to customer service.  An equipment manufacturing and engineering company, NRT provides cutting edge sorting solutions to the recycling industry. NRT is a world leader in waste and recycling sorting and automation technology deployed worldwide. NRT also has the world’s largest installed capacity in PET plastic reclamation plants.

NRT is looking for a Customer Support Specialist to join the team.

In this role, you will deliver superior and timely service support to all customers worldwide while maintaining the highest levels of customer satisfaction in the industry. You will provide technical support for all system components including controls, electro-mechanical components, mechanical, hydraulic, and pneumatic systems. Additionally, you will have shared responsibility for service and warranty support, customer training, site inspections, customer expedited service and parts solutions for project installations.

If you have these qualifications, knowledge, skills, and abilities…

  • Associate degree preferred
  • 1-3 years’ experience in a technical role or field service role involving electrical and mechanical systems (or an equivalent combination of education and experience) preferred
  • Proficiency in MS Office, particularly Word and Excel required
  • Hands-on mechanical & electrical aptitude preferred
  • Working knowledge of TCP/IP network infrastructure, routing, and general Ethernet topology a plus
  • Previous experience in PLC programming and troubleshooting automation equipment a plus
  • Experience with robotics, specifically ABB, a strong plus
  • Excellent customer relations and interpersonal relations skills including a high degree of diplomacy
  • Able to perform root-cause analysis, requiring someone with high attention to details and excellent problem-solving skills
  • Ability to clearly communicate technical ideas verbally and in writing to various audiences
  • Ability to work effectively in a team environment

And can handle these responsibilities…

  • Monitoring NRT systems to ensure optimal product operations at customer sites through remote HMI interfaces
  • Troubleshooting controls, electrical and mechanical faults at customer sites
  • Providing troubleshooting support with Rockwell software
  • Providing in-depth aftermarket support to end-users for the complete BHS product line and systems.
  • Interfacing with customers on-site to deliver product and service training
  • Assisting with development and maintenance of technical documentation including operator’s manuals, service manuals and training materials
  • Providing feedback to R&D, Engineering and Controls groups to improve product performance and serviceability
  • Providing warranty support, including working with Accounting department to get order and warranty number assigned to track job costs
  • Documenting all customer contact within ERP system
  • Writing trip reports
  • Directly supporting the Project Management team in both the field and in the office
  • Directly supporting the Customer Service Technicians for customer support
  • Conducting multiple weekly customer conference calls after project hand off to ensure customer warranty period is upheld with 100% customer satisfaction
  • Supporting customer calls after hours and weekends per the Service Afterhours Schedule Log
  • Working with the Electrical Controls Technician and Service team to create content for O&M Manuals
  • Collaborating with technical writer, engineering, and E-91 to provide NRT internal and customer personnel access to manuals, training courses, certification courses, technical bulletins, and eventually E-Commerce
  • Traveling 20-30% of the time domestic and international, both by air and car
  • Providing after-hours and on-call support as needed

We will give you…

  • Competitive Pay
  • Medical
  • Vision
  • Dental, including Orthodontia
  • Short-Term and Long-Term Disability insurance
  • Life & Accidental Death and Dismemberment insurance
  • 401(k) with company match
  • Generous pay for time off, including vacation, holiday, sick, bereavement, jury duty
  • Employee Assistance Program
  • Flexible Spending Account
  • Tuition reimbursement
  • Targeted learning and development opportunities
  • Positive and friendly work environment

And so much more!

This is an exciting time to be a leader in a rapidly growing company on the verge of even greater success.  If you think you have what it takes to be part of a company that strives to create a working environment that stimulates team spirit, passion, engagement, and achievement, we want to hear from you! 

Please visit our website (www.nrtsorters.com) to learn more about National Recovery Technologies.  Please click the Careers Link under the “About Us” tab to apply.  This will route you to our parent company, Bulk Handling Systems, and the application process.

National Recovery Technologies values diversity in its work force and is committed to Equal Employment Opportunity, Affirmative Action, and compliance with the Americans with Disabilities Act.

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